Senior Manager, Pharmacy Workflow Innovation

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

CVS Health is on a mission to transform healthcare. With a shared purpose to bring our heart to every moment of your health, we are building new ways to care for our communities, leveraging our brick-and-mortar footprint of 9000+ stores. At the heart of this strategy lies the privileged relationships between our colleagues and our customers. As we seek to simplify a complex healthcare system for the patients we serve, while providing meaningful work that differentiates us from other retail employers, empowering our people plays a critical role to business success.

The Pharmacy Workflow Innovation team is a dynamic team within Retail Store Operations aimed to support the business and our retail colleagues while upholding and reinforcing regulatory and compliance standards. This colleague will couple their passion for innovating experiences with their growth mindset to continue to transform retail pharmacy. They will focus primarily on translating identified opportunities to improve customer service, colleague engagement, and efficiency into new programs, tools and processes that can be integrated into, or expand upon, the retail pharmacy operating model. The day-to-day experience of the role will vary - working with DDAT to build out key workflow domains in a new system, aligning stakeholders and team leadership, conducting root cause analyses, developing hypotheses and executing analyses on complex issues related to retail pharmacy, managing a team of 2-3 direct reports. This position requires strong collaboration skills as it is necessary to work cross functionally and influence our internal partners, field leadership and store teams. This position will routinely interact with many of the following groups: DDAT, Pharmacy Operations, Growth, Regulatory, Legal, Quality & Safety, and Field Leadership and Enterprise partners. The ideal candidate will have strong communication skills and ability to impact and influence. In addition, the individual must be able to independently interact with and influence a wide range of senior stakeholders and demonstrate a consistent track record of delivering results

Primary Job Duties & Responsibilities:

Strategic Planning

• Establishing a clear, prioritized activity roadmap that successfully delivers the company's ambitions, including changes in workflow, policies and/or processes across our ecosystem with appropriate collaboration across multiple stakeholders.
• Proficiency in working with data to develop measures and metrics that yield actionable insights to business owners, and lead / conduct / support first-level analyses to identify underlying drivers of new trends
• Ability to drive efficient and effective planning processes by implementing and upholding a strong project management discipline across boundaries
• Ability to influence at all levels - up to and including Retail SVPs. Excellent written and oral communication skills-strong presentation skills required.
• Assigns appropriate timelines and accountabilities for items, empowering the team to drive action steps to completion.
• Leverages thought partners (Senior leaders, corporate partners, peers, team, etc.) as needed to create and revisit the strategy.
• Navigates ambiguity and change to achieve goals despite potential obstacles.
• Creates strategizes that continuously improve our programs and/or processes that drive service and productivity improvement
• Leads and participates in meetings/calls with corporate partners and retail executives Aligns the team to establish, update and maintain a clear set of actions across retail including interdependencies needed to achieve overall goals. Follows up on strategic initiatives and KPI performance Champions innovation by bringing ideas to own VP & SVP as well as the broader Retail Leadership Team in an agile way, while balancing growth against financial risk and incremental cost to the organization

Evolution of Retail Store Operations Processes/Procedures

• Building new processes to innovate our workflow model
• Continuous Learning: Keeping up to date with the latest store process innovations to enhance skills and knowledge, involving appropriate stakeholders to update processes and communicate changes to the field and store teams.
• Collaboration: Work collaboratively with broader Retail Store Operations team to contribute to overall engagement, development and success

Stakeholder Influence and Change Management

• Leverages data, insights, and analytics to influence stakeholders and makes recommendations as appropriate
• Fully embraces organizational improvement initiatives, acting as a change agent with one's own team and peers and partners
• Provides both constructive and appreciative feedback on ideas and key initiative
• Look for ways to break through implementation barriers rather than be impeded by them.
• Establishing and enforcing policies and procedures that promote ethical behavior, compliance, and best practices.
• Cross-Functional Collaboration: Facilitating collaboration between different departments to promote a cohesive and integrated approach to achieving organizational goals.
• Drives change agility in self, team and network
• Measures retention and key performance indicator results on an ongoing basis and provides recurring readout to senior leadership in partnership with cross functional business leads
• Leverages a results-oriented mindset, using metrics to monitor improvements
• Develop and manage a standardized set of views that are used to internally monitor macro-level trends and key drivers of each

Culture Talent Development

• Leadership: Providing guidance, direction, and support to teams and departments to ensure smooth operations and optimal performance.
• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee.
• Ensure development and mentorship of next generation of leadership talent.
• Creating a culture centered on inclusion and well-being will be a key responsibility in this role. Caring for our colleagues is a top priority, which translates to caring for our customers.
• Promotes a high-performance culture by clearly setting goals and expectations.
• Act as a trusted coach and mentor for team to develop and support IDPs for high potential talent
• Leverage existing enterprise tools, such as talent profiles and enterprise development programs, to develop talent.

Required Qualifications

The successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment.

The ideal candidate will have the following knowledge/skill/ability:

• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to overall team success through a positive attitude
• Expertise leveraging MS Office Suite, including advanced Excel and PowerPoint capabilities
• Extensive knowledge of retail pharmacy operations
• Experience in process innovation, including process and system diagnosis, business case development, solution definition, process mapping, and new system development
• Regular and reliable attendance during normal working hours, as established by the leader 8+ years of total business experience
• 8+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
• 8+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 8+ years influencing with and without authority
• 8+ years leveraging data to support strategic plans and return on investment
• 8+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 8+ years' experience engaging and inspiring a team to reach optimal business outcomes together
• Any additional tasks as directed by supervisor or manager
• Bachelor's degree, or equivalent experience
• Travel - up to 25% travel expected, based on needs of the business

Skill In:

• Strong executive presence and business acumen
• Superior ability to influence without authority and build relationships quickly
• Excellent verbal and written communication skills, including presenting to large audiences and senior leaders
• Balancing, coordinating, and executing multiple competing priorities across multiple stakeholders
• Delegation and assignment of responsibilities within a project to appropriate stakeholders
• Influencing without authority to align multiple stakeholders to a common goal and hold teams accountable for delivering results
• Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction
• Identifying risk and mitigation strategies to ensure success
• Using critical thinking and strategy to balance multiple stakeholder needs (e.g. patient, customer, executives, business owners, enterprise)
• Demonstrating strong attention to detail and follow through with commitments

Ability to:

• Translate vision and strategy into actionable timelines and produce successful outcomes
• Navigate ambiguity and change to achieve goals despite potential obstacles
• Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change
• Continuously accept feedback and where appropriate, create thoughtful recommendations to streamline operational processes, involving appropriate stakeholders where needed for alignment
• Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction
• Communicate clearly to small and large groups internally and externally to lead complex projects to completion
• Collaborate cross functionally with leaders and colleagues' enterprise wide to solution, implement, and drive results
• Plan, develop, and execute short- and long-term goals
• Responsibility for new store openings, store closures, and management of both processes

Preferred Qualifications

• 10+ years of total business experience
• 10+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
• 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 10+ years influencing with and without authority
• 10+ years leveraging data to support strategic plans and return on investment
• 10+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 10+ years' experience building high-performing teams
• 10+ years' experience engaging and inspiring a team to reach optimal business outcomes together
• Advanced knowledge of workforce management processes and extensive knowledge of retail business operations, including pharmacy
• Master's degree

Education

Bachelor's degree or equivalent relevant experience

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 05/09/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.